In the last couple of weeks I had some not so happy experiences with a couple of Banks and an Insurance firm. Here is how it goes...

Experience 1

I tried reaching a leading Private Bank in India (Top 5) to enquire about the procedure for a modification to correspondence and mobile # details. The phone banking number given for the particular branch connects and music (with intermittent promotional messages) keeps playing. I put it on speaker phone and get on with my work. It goes on for 20 minutes, disgusted I disconnect the phone. I then try another number given in the website (a toll free number), it gets into music once again and another 15 minutes goes before an agent comes on the phone and finally answers my query. I promptly share this experience with their CEO on an e-mail and get a response another 48 hours later even in the middle of the working week

Experience 2

This is from a newly set up Insurance company a joint venture between two public sector bank and a Multi national bank!! My premium is due this month and I call them to check on mode of payment. They say cheque payment is fine and I request for a pick up a couple of days later. No response, no pick up happens. I then call once again the call center and ask them to auto-debit my account. I get no acknowledgement (mail or SMS) and no premium payment receipt either for over 21 days. I call up the call center and enquire and file a complaint regarding delay of premium payment receipt. I am told "someone responsible" will speak to me on this complaint within 48 hours. 5 days pass by and nothing happens. Soon after I send a single mail to the CEO of that company and almost seven calls are made from their corporate office to me mentioning they will strive to give good service and my case is an exception!! More interestingly on the day I call them I get an "overdue" notice for a premium already paid two weeks earlier. (The letter is dated three weeks earlier by reaches me just now - What to say?)

Experience 3

I call another Private Bank (Top 3 this time) asking to make a small change in correspondence address of my credit card a/c. They ask verification questions like name, address, mobile #, date of birth and finally also ask me What was my most recent debit or credit transaction. For me to tell them this, I need to fish out my credit card statement or go to internet banking Credit card tab and get the details. I fail to understand why this "most recent credit or debit detail"is required at all to verify my credentials and make it a point to E-mail this bank's CEO presenting my views on why the last check point is irrelevant and simply wastes customer's time. I get a couple of calls thanking me for the views and stating that it is the bank's procedure to do this and they will review it for future (I doubt if really anything will happen)

Interestingly, while the first two experiences seem to have been due to "lack of clear service standards and possibly lack of resources (either allocation or availability) as well along with "ill defined mechanism and delivery standards with their suppliers (the courier company) that led to a pre-dated letter reaching me so late)

The Experience 3 is clearly a case of "over design" and can definitely do with a dose of "lean waste reduction" for sure.

All the above experiences within a week to 10 days gives me great confidence that the market for excellence consulting i.e., Lean, Six Sigma and DFSS is very much alive, kicking and provides great scope in Indian sub-continent.

More so it also gives me an impression that these institutions (one of these claim to implement Six Sigma too!!) are giving lip service to customer service (and/or) implementing initiatives like Six Sigma in the wrong places and very sub-optimally too!!

I usually make it a point to bring poor customer service experiences to the notice of the CEO of respective organization including this time as well.

More the customers voice their dissatisfaction to the topmost person in the organization (if things dont get addressed promptly or satisfactorily by the org. hierarchy), I trust we will contribute in a small way to set the context for driving excellence in products and services we use!!

Feel free to add your comments and experiences as well.

Regards,

Sethu V

eXample Consulting Group

Enabling Excellence!!